My Smart Hub Reviews 

Ordered over 3 weeks ago and items still not arrived. Order #1208.
Quick to take money but not quick in delivering. How do I get a refund?

EDIT 29th Nov:
We received the items earlier this week. I will give Bob credit that he did update us regularly in the last week after I initially posted the review. The items arrived in good condition, wrapped as new, as I expected. Fitted and all seems to be working fine.

I would recommend improving customer service to keep up to date with delays.

Order number 1178. Just the same as everyone else reviewing. No goods, no contact but money taken 4 weeks ago. No way to run a business if this is the only way to get anyone to reply. Replacing a smoke alarm which has now expired left plenty of time to order. Very poor. Update order now received. The wrong item it says wired but it is battery. 1 month waiting and the wrong item sent. And have to pay to send back. Absolutely hopeless

I’m not very impressed Ordered on the 3rd November not even been dispatched yet and it’s the 16th just arrived 18th still not Impressed for a product that’s in stock

Ordered on 24th October, saw a 21 day lead time. Tomorrow is the 21st day, I then rechecked my order to see if there was any progress.

Nothing, I have sent an email to their support address and received an auto response suggesting 30 day lead time.

I have put the 1 star because of the lack of communication or consideration to make contact with customers to keep us informed.

Can someone please let me know what is happening with my order?

#1213

Good price, but i ordered on the28th October, and its now the 11th Nov, I've emailed for an update, but comms are very slow. If I;d have known I'd have paid more elsewhere :-(

Update reply

Hi Bob
Thanks for responding, I have no idea why no one is responding to the email address you give but you respond almost immediately on Trustpilot . My order number is 1313
My issue is not that the item hasn’t been delivered (I noted the stated lead time) it’s the complete lack of response to the emails sent. Given that’s the only method of getting hold of you it should be regularly manned and responded to. You were quick enough to take my money now please be good enough to respond and provide an estimate of delivery date. I have contractors here on site and I need some idea when the items will arrive.

I have placed an order on 2nd November for 2 (expensive) smoke alarms I need urgently. As no one is manning the phones I’ve emailed to check on anticipated delivery as these are listed as a stock item but no one has got back to me. If you’re monitoring this then could someone please check for the email sent to the email address as instructed on the order and respond. How can any business survive with such appalling monitoring of emails/comms!

Awful service!
Have now been emailed twice asking for a review - yet am still waiting for my goods.
So its fine for them to email weekly asking for reviews - yet an email to them gets a, "we're respond in 7 days".
Never again!

Order No: 1195

I have still not received my order!! You have taken £160 from my account! Can you cancel my order and refund me please!

They are not replying to my emails and there is no way of contacting them!

What a difference a day makes. Since Bob reached out yesterday, i not only have my order edited to ensure i get the right model for my needs - it actually arrived today too.

Editing my post to reflect this turnaround in addressing the issue - which is ultimately what counts. In the end, great product, great price and ultimately great service.
I'm keeping one star back, because i do think there seems to be something amiss with the normal service channels that they should take a look at.

Updated - following initial poor review Business owner was really quick to respond to my emails and confirm an acceptable delivery date. Although lead times are long these are explained on the site when ordering, buyers should be aware of this. Otherwise happy with the customer service element.

No communication. No response from emails. Doesn’t look like order sent but they took payment.

No communication after 2 weeks. No response from emails, not answering phone or responding to Facebook messages. Doesn’t look like order sent but took payment.

38 days and still waiting for my order. I complained after 17 days to be told I’d have to wait a further 14-21 days.
21 days later... still nothing.

29 days and still no sign of delivery 😡😡

Order No #1054

Two weeks and no sign of the order yet...

EDIT - 27/11/20 - Refund gratefully received!

EDIT - 26/11/20 - Where is my refund? Why do you never respond to emails? Why is there no one to talk to?

EDIT - order cancelled a week ago and still no sign of a refund. Please respond to my emails.

EDIT - I can't see an email from you!

EDIT - I'm not getting any response from your corporate gmail... please arrange a refund today or engage with me and give a genuine and imminent date the products will arrive. I am down a considerable amount of money and need fire alarms urgently. If you cannot get these products out I will go elsewhere.

Ordered two items from My Smart Hub 9 days ago. At no point, until I received the confirmation email does it state that orders can take up to 21 working days to be delivered. You cannot phone the company and they state they will respond to emails within 5 working days.
Not great in this current day and age!

Not clear from order confirmation that delivery would be 21 days for the Smart Hub but follow up communication with the company was good and item has now been received ahead of time.

Still haven’t received my order, so unable to give positive review.